About the Role
A Merchant Service Team Leader is responsible for managing the Merchant Service Team in Malaysia. Identify customers experience issues and can push optimization to improve our customer experience. In this way, with the excellent service and great experience management, we can build and strengthen merchant relationships throughout the life cycle to create merchant profile and driving their business turnover. It's a role for both customer advocate and strong representative of Ant International.
Responsibilities
- Lead and oversee the service agent team to ensure the delivery of professional, high-quality service solution.
- Conduct regular performance reviews, training sessions and coaching for the team to develop strong customer handling skills and product knowledge. Ensure the team's operations and activities are always compliant with relevant internal policies and external regulations.
- Analyze customer feedback, calls and complaints to identify process or training improvements. Implement strategies for maximizing first-contact resolution, reducing handle times and addressing root causes of issues.
- Own the end-to-end design of service solutions, ensuring they are efficient, high-quality, and deliver an exceptional experience by leveraging AI and other innovative models.
- Serve as the departmental specialist for integrating new products, business lines, and requests.
- Validate the success of launched solutions through data-driven analysis and be responsible for their ongoing iteration and improvement.
- Lead core projects to drive operational excellence and achieve business goals. Champion customer priorities across departments to cultivate a customer-centric culture.
- Gains insight into merchants business development directions and long-term plans, aligning these with WorldFirst's product characteristics and service systems to devise and implement customized service solutions for key clients.
Qualifications
- Bachelor's degree or equivalent experience
- Good command in Malay, business fluent in English.
- At least 3 years of experience leading customer service/ account management / business operations teams in financial sector, from banking, payment, trading, tele-sales, B2B solutions or related fields.
- Track record of motivating high-performing teams through strong leadership.
- General understanding of regulatory compliance, guidelines, regulations in financing or payment processing industry are preferred; ability to learn and adapt to new product knowledge including the area of risk management, revenue protection and industrial best practice.
- Effective problem-solving and negotiation skills. Able to communicate across various teams and make influence on collaborating teams; Ability to develop and maintain professional working relationships with co-workers and peers.
- Operational excellence in analytical thinking, process development and planning, flexibility and ability in responding to evolving business priorities and dealing with ambiguity; Fast-paced, self-motivated, independent, result-oriented and able to work under pressure with multiple deadlines.
- Proficiency in office software suites, with a strong AI tool mindset, exploration capabilities, and hands-on experience in applying AI skills.
